Director, Service & Technical Support

Overview

Director, Service & Technical Support - Bothell, WA

 

FUJIFILM Sonosite, Inc. -- If you are looking for work that matters, you’ll find it at FUJIFILM Sonosite.  As the creator of point of care ultrasound, we dedicate every day to the innovation and development of imaging solutions that enable clinicians to provide improved healthcare in leading institutions, underserved populations and communities in crisis around the globe.  At FUJIFILM Sonosite, we are in the relentless pursuit of answers that allow our customers to be confident that they are making the best clinical decisions for any patient, anywhere, anytime.  Members of the FUJIFILM Sonosite team embody our company values: Go boldly, Stay curious, Passion fuels us, Respect each other, Own it and Act with integrity. Headquartered in Bothell, WA USA, FUJIFILM Sonosite is the proud recipient of numerous prestigious design awards and has in excess of 145 patents.  Our point of care ultrasound systems are sold in more than 100 countries.

External US

Summary: 

 

Reporting to the Vice President of Operations, the Director of Service & Technical Support plays a critical role in Fujifilm Sonosite’s customer experience. Leading a global team of 40 Technical Service Representatives, Field Service and Service Repair personnel, you will guide the Service Team to oversee all aspects of the organization’s technical support and service repair objectives along with meeting team and company goals. Your expertise in mentoring and development will create an atmosphere of professional career growth that will ensure the overall success of the team.  Being the key escalation point for critical customer issues is the most important function of this position.

 

Essential Job Functions: 

• Customer retention - build positive working relationships, respond to customer complaints and product issues, communicate directly with the customers to negotiate resolutions quickly; meet with Sales team to propose customer retention solutions.
• Collaborate with internal partners (Sales, R&D, Operations) to develop and execute comprehensive strategies to support current/future sales of products and services.
• Own the overall Service organization's financial performance as measured through the P&L. Develop and manage the company’s service and warranty budget by identifying the key financial levers within the service experience and ensure a metrics-driven financial model is in place, supported by corresponding dashboards to drive and measure results.
• Assess and manage the Service Organization structure, team capabilities, service locations, individual competency and performance, and drive improvements where needed. Continue to build toward a world-class, highly motivated, and top performing service organization with a strong work ethic and focus on customer satisfaction.
• Manage an effective services marketing function to ensure that our service offerings are aligned with customer requirements and create a significant, differentiated advantage when compared to available service alternatives.
• Develop and monitor internal processes to manage the execution of the service function, the call center, equipment installation and training functions. Establish metrics, programs, and plan to drive measurable performance improvements.
• Create a workplace culture that is consistent with the company mission, vision, and values.
• Ensure that direct reports are trained and evaluated on their knowledge and adherence to the company’s core values, and applicable compliance policies.
• Duties may be modified or assigned at any time to meet the needs of the business.

Knowledge/Experience:

• Bachelor's degree in engineering, MBA preferred or a combination of work history and education..
• 10+ years' relevant experience, with 5 years' experience in leadership positions managing multi-site, multi-country service organizations.
• Relevant Service leadership experience in a regulated device manufacturing business, preferably within the medical device sector.

Skills/Abilities:

• Strong "general management' skill set/mentality as it relates to the role of Service within the overall corporate structure.
• Ability to articulate a vision and strategy to inspire and motivate; and know how to implement that strategy to achieve goals. Can present an effective and consistent message to employees and key partners.
• Proven ability to lead an effective global operations organization, ensuring accountability for results that maximize contribution to business objectives.
• Unparalleled interpersonal skills —the ability to connect with senior management, staff, and cust